How to manage order issues reported by retailers?

Providing a great retailer experience is key to having retailers coming back to reorder from you. A retailer on Orderchamp has the option to use the “report an issue” feature to submit feedback about an issue they have with the order.

Once the retailer submits the issue, depending on the reason selected - the issue will be handled directly by the brand itself

Where can the brand see the issues reported?

See a video here or follow the steps below.

• In your backoffice, in your “Orders” section you will see a tab called “Reported issues”:

• For a newly created issue, the order status will always show as “issue reported”.
• A new column called “issue status” is shown in this overview. 
• To view the specific issue reported, click on the “view order” button.
• The order page will open, showing all details about that order, including the reported issues (if any). Please note that it’s possible to have multiple issues reported for 1 order. If no issues are reported, this section will not be shown.
• Click the button “view issue” to see details about the issue reported.
• A pop-up will open showing you all details, including any photos shared by the retailer:

• You will see 2 options you can select from to resolve this issue yourself:
  1. Send replacement (you also have the option to send return instructions): the shipment label for the return needs to be provided by you, at your own cost;
  2. Process refund: once you click this button - the refund will be automatically processed by Orderchamp, no further action needed from you;

You can also click the button Contact retailer: this will open the chat between you & the retailer and you can message them your proposed solution (e.g. a discount); 

• Once the retailer sees the solution you proposed, they can mark the issue as “resolved”. Orderchamp will actively be monitoring all issues to ensure both the brands and retailers are happy with the solutions provided.

Refunds and Commissions

Refunds are processed automatically through the system. The refund amount will be subtracted from the settlement in the case of orders done on the marketplace and with dropshipping. Please note that our commission is non-refundable, as it covers shipping compensation, marketing costs, and fees for the new business match.

Reminder: a reported issue rate of over 5% will significantly impact your ranking and visibility on the platform.